Organizing for simplicity: An inside look at Humana’s digital transformation
Humana Digital Enterprise Vice President Jeff Reid shares the organizational transformation that supported a doubling of a key NPS metric in a Q&A with contributors Nadine Dietz and Erica Seidel.
If you were recruited to lead a digital transformation for one of the most complex businesses imaginable, and you were given a 150-person team, how would you start? We interviewed Jeff Reid, digital enterprise vice president at Humana, about how he’s tackling this challenge.
Reid was brought on to help Humana be more digital in everything they do as they evolved into an integrated health care company. His role is not just marketing insurance, but also delivering a holistic health care experience across clinical programs, disease management, a pharmacy and mobile tools. He serves both B2C and B2B2C audiences.
Using simple customer-centric design principles — “Know me, show me you care, make it easy, and help me” — Reid has transformed his team into customer agents, delivering growth in NPS, or Net Promoter Score.
Q: Jeff, you changed geographies and industries to join Humana. What drew you to the company?
I was so compelled by our mission and vision. Humana’s goal is to improve the health care in the communities we serve by 20 percent by 2020 … and to do that through the creation of an integrated health care company. I like that bold and measurable goal; it’s one that we can galvanize employees and customers around.
My role is about driving transformation and driving simplicity in customer experiences while navigating the complexity of health care. It’s a marketer’s dream!
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